The most recent content from our members.
Maine General Medical Center has a use case where most of their tickets come in via phone and their Agents create the tickets for the end users within the incident queue. What is happening is the agents start filling out a ticket and realize it should have been a Service Request. They would like for Service Catalog…
It would great if the Agent view of Service Catalog items that allows requesting or editing redirected to Submitting a new request when accessed by Requesters or Task users. Agents often send the wrong link to end users, which causes the end user to get a 404 or 403, instead of accessing the form. For…
It would be great if the Process Integration option in Service Catalogs & Runbooks was available in Automations. This would add so much power to Automations.
Happy New Year THWACK community! Our first release of 2026 is officially here, and it’s a big one. We’ve focused this update on streamlining your workspace and strengthening your data security. Whether you’re leveraging our new GenAI runbook generation, protecting sensitive information with PHI masking, or navigating your…
Hi, I'm a newbie trying to figure out service catalog and how to best use. We have to report Monthly Controlled Substance orders for five States at the beginning of each month. I want to be able to create tasks for each state within the same Service Catalog Item so at the end of the process we can see all the reporting has…
Chris Hegen posted about a similar idea, but I would like the option to have a custom field be used as the To: email address for an Ad-Hoc email. My team has informational emails that we are looking to send out as the final part of a Service Catalog process. Many times, the request is put in by someone else, so the option…
They pass to the task itself, but they show up as the placeholders in the email notificaitons
It would be great if the Create Record option in Automations was available in Process flow for Service Catalog & Runbook items VS having to use a complicated API call though the Process Integration.
Hello, I am working on creating a more efficient method for our help desk analysts to post notifications using task items within new incidents. Currently, we have different tasks associated with various ticket types. My goal is to add a process step that automatically posts an update or message to the incident once a task…
We had a great ask in the chat during our ITSM Customer Session at SolarWinds day, sparking the question: What are some learnings or best practices in terms of service catalog structure or knowledge base standardization that different teams have implemented in their own organizations? Some thoughts from the session:…
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